FAQ

Registration and Account

1. How do I register on Zhoa shop?

• To register, click the "Register" button in the top right corner of our homepage and follow the instructions.

2. I forgot my password, how do I recover it?

• Click "Forgot your password?" on the login page and follow the instructions to reset it.

3. Can I change my personal information after registering?

• Yes, you can change your personal information by logging into your account and going to the "Settings" or "Profile" section.

Products and Services

1. What products/services do we offer?

• We offer a wide range of products and services, including jewelry sales such as rings, pendants, bracelets, earrings, anklets, gift items, and laser engraving.
  
  

2. How can I place an order?

• To place an order, select the product/service you want, add it to your shopping cart, and follow the instructions to complete the purchase.

3. How can I cancel or modify an order?

• If you wish to cancel or modify an order, please contact us within 24 hours at zhoasshop@gmail.com or by phone at 637934180.

• If the order has already been shipped, the only way to cancel it is to refuse to accept it, and the courier company will return it to us.

• IMPORTANT: Please note that personalized items cannot be canceled or modified once they are manufactured, as they are customized for each customer. (Example: Name of the person, family member, etc.)

Shipping

1. What are the preparation and shipping times?

• Preparation and shipping times vary depending on the customer's location. We process orders within 1 to 3 business days.

• We have warehouses located outside of Spain, such as in the US, Canada, Europe, and Asia. Therefore, some products can be manufactured outside of Spain, and shipping and transit times may vary compared to those in Spain, as delivery times in Spain are much shorter if the customer is from Spain.

• We ship from Spain, the USA, Canada, Europe, and Asia.

• Delivery times can range from 7 to 15 business days. Shipping times may vary depending on your location, country, and the shipping method selected.

• If your item is custom made or personalized, shipping time may be longer. We need time for manufacturing, preparation, and shipping. Please be patient; the wait will be worth it.

• We will do our best to meet these estimated shipping times, but we cannot guarantee them. Actual delivery times will depend on the shipping method you choose and the courier company in each country. Please note that customs and the courier company will determine the delay in each country; we are not responsible for any such delays.

2. Incorrect shipping address.

3. If your order appears as delivered, but you haven't received it, what should you do?

• Verify that the shipping address is correct. There are streets with the same name in different cities. That's why it's important to always include the postal code.

• Check if anyone else living at the address has accepted the delivery.

• If you live in an apartment building, ask the doorman or neighbors. We will not be held responsible for loss or theft by neighbors or other third parties.

• Check if a failed delivery attempt notice was left on your mailbox or door, and follow the courier company's instructions to reschedule delivery or pick up the package at the designated branch.

• Contact CORREOS ESPAÑA (915 197 197) if your order was shipped from Spain, or contact your local courier company for more information on your package delivery. Don't forget to have your order tracking number or delivery confirmation number ready.

• In the event that your shipment cannot be delivered or is not collected at the Post Office after the available collection days have passed, the shipment will be returned to our facilities, it will not be reshipped, and only the items will be refunded; shipping costs are non-refundable .

4. Tariffs and customs duties.

• Import duties and customs fees may vary depending on the destination country. These additional charges are the customer's responsibility and must be paid once the order arrives at its destination. We are not responsible for delays that may occur due to customs procedures.

5. Do you ship internationally?

• Yes, we ship to several countries such as EUROPE, USA, CANADA, ASIA, MEXICO ETC.

6. Approximate transit or shipping times.

1. Transit times to Spain:

• The estimated transit time within Spain, using services such as GLS or Correos Paq Standard, is typically between 3 and 5 business days, depending on the location and season. Please note that these times are approximate and may vary due to external circumstances or logistical delays.

• Important: The above transit times apply only to items shipped from our warehouse in Spain. For orders from international warehouses, delivery times may vary depending on the shipping location.

• Additionally, these times exclude shipments to the Canary Islands, Ceuta, Melilla, and Portugal. For these destinations, delivery times may be longer due to additional logistics and customs processes.

2. International transit times: .

• International transit time ranges from 3 to 5 business days and is handled by companies such as DHL, UPS, or Correos, provided the shipment is made from a warehouse located in Spain. The courier company may vary depending on the destination country and the warehouse from which the order is shipped.

• Estimated shipping times, excluding manufacturing time, are approximately 20 days, although this time may vary depending on the destination country. For custom orders, manufacturing may take an additional 3 to 5 days, provided there are no delays in material availability.

• It's important to note that we can't guarantee exact delivery times, as these depend on the courier company, customs clearance, and unforeseen weather conditions.

Returns and Exchanges

1. Return policy?

• Our return policy allows customers to return their products within 30 days of receipt.

• Items must be unused , in their original packaging and in the same condition as received.

• Shipping costs for returns are the responsibility of the customer , unless the product is defective or incorrect, in which case, Zhoa shop will be responsible for them.

• We do not accept returns on personalized products.

• To initiate a return, please contact us through our customer service team at zhoasshop@gmail.com or by phone at 637934180.

2. This Warranty does not cover :

• Normal wear and tear.
• Damage caused by misuse, abuse or poor care.
• Products modified, altered or repaired by unauthorized third parties.
• Damage caused by contact: sweat, chlorine, salt water, chemicals, cleaning products, makeup, hot water, perfumes, creams, and hairsprays.
• Change in the natural state of a precious or semi-precious stone.

IMPORTANT: For more details, see our full warranty terms.

3. I'm not satisfied with my purchase?

• "We're here to help." Therefore, if you are not satisfied with your purchase, you can return the product within 30 days of receipt, provided it is in its original condition, unused, and in its original packaging. The buyer is responsible if the item is not returned in its original condition.

• You have 30 days (from the day after receipt) to return an item for a full refund (less shipping costs, which are the buyer's responsibility). The buyer is responsible for return shipping costs.

• You will receive a refund within 12-15 business days of receiving your return. This period includes the return transit time, the time it takes us to process the return, and the time it takes your bank to process your refund request.

• Our customer service team is available to assist you with the return or exchange process.

4. Which products are not eligible for returns?

Returns are not accepted for:

Customer Protection Policy

 

• If your items are not delivered within 90 days of shipment, you'll receive a full refund or a reshipment of your order.

• Please note that the customer protection policy does not apply in cases where the customer provides an incorrect, incomplete, or misspelled delivery address.

• It is the responsibility of our valued customers to review their data.

• This protection guarantee only applies to shipments with a tracking number.

• Please note that if you wish to modify the delivery information for your order, you must do so before completing the purchase . Once the order has been shipped, it will not be possible to update or modify the shipping address. Be sure to review and confirm all delivery details before completing your order.

• Please be careful with the delivery address. Zhoa is not responsible for incorrect addresses provided by the customer. Therefore, it will not be possible to refund or reship your order.

How can I contact customer service?

1. You can contact us:

• Telephone: 637934180.
• Email: zhoasshop@gmail.com

2. Customer Service Hours:

• Our hours are: 10:00 a.m. to 1:00 p.m. in the morning.

4:00 PM to 6:00 PM Evenings.

• Monday to Friday (Spanish time).